Background

A new UK-based business approached us to support their first-ever import of frozen fish from Indonesia and India. With no previous experience of international trade, the customer needed reassurance, clear guidance, and a reliable partner to manage the process from start to finish.

Introduction

As a start-up business, the customer was understandably cautious. Their priorities were supplier credibility, compliance with UK import regulations, and ensuring their goods cleared customs quickly to avoid unnecessary costs or delays.

How We Got Involved

The customer initially contacted us by telephone seeking advice on importing frozen fish. Their main concern was verifying the legitimacy of an Indonesian supplier, as they wanted to ensure there was no risk of losing funds.

We immediately engaged our trusted freight partner in Indonesia, explained the situation, and requested confirmation of the supplier’s credentials. Within 48 hours, our partner confirmed that the supplier was a well-established and reputable fish processor, providing the customer with the confidence to proceed.

At the same time, the customer was also working with a supplier in India. Although they had personal ties to the country, they remained concerned about customs clearance and border controls in the UK.

Managing Customer Expectations

As first-time importers, the customer required clear and practical advice. We took time to explain the full import process, including documentation requirements, border checks, and customs procedures. We also advised them on the exact information needed from their suppliers to ensure compliance and minimise the risk of delays on arrival.

What We Offered

We provided a complete import solution, including pre-arrival planning, documentation support, and customs clearance. All required information was submitted via IPAFFS in advance, and the Border Control Post (BCP) was notified ahead of the shipment’s arrival.

When the consignment arrived shortly before noon on a Friday, we acted immediately. The shipment was transferred from the airline shed to the BCP for documentary and physical checks. Once released, we submitted the customs declaration via CDS, and the goods were cleared within minutes.

Conclusion

The customer collected their shipment the same day and was extremely pleased with the smooth and efficient service. Despite being new to importing, their consignment was cleared compliantly and without delay. This case highlights our ability to support new businesses, manage risk, and deliver a reliable, end-to-end import service through expert knowledge and proactive coordination.